• 품질경영학회지
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• 제37권4호
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• pp.31-42
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• 2009

Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be, One-dimensional quality attributes. As there were a few limitations on the Kano's method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods are superior to the original Kano's method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality attributes on University services. For the analysis of the questionnaire formats, the Kano's original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of evaluation methods, the original Kano and Timko's method using the evaluation table are more effective than quantifying methods, Domouchel and Lim's methods.

• 품질경영학회지
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• 제46권3호
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• pp.717-738
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• 2018

Purpose: This study aims to analyze why surveys of a single set of customer requirement result in different Kano analyses depending on the survey questionnaire designs. Methods: This study singled out 14 common features from four different questionnaires of two studies of Smart Car features and analyzed them using the Kano model. Several methods and devices were used: Group Comparison and Timko Index were applied; Kano Distribution Index, Timko Dispersion and Kano Conformity were newly introduced for the quantitative analysis; Correlations between Timko indices from different Kano questionnaires were conducted; Heuristic Splitting technic for reinforcing attribute categorization is introduced. Results: Correlation Coefficient proved strong positive relations among the three questionnaires, whose agreement degree of the resulting Kano attributes showed less than 10% when Indifferent was ignored. Heuristic Splitting on Timko charts enhanced the degree of the resulting Kano attributes up to 80%. Conclusion: Among the questionnaires the representation of customer requirements tends to move by parallel shifts on the Timko chart maintaining their relative locations. Heuristic Splitting suggests a rational solution to the interpretation of those inexplicable attribute categories resulting from traditional Kano methods.

• 산업경영시스템학회지
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• 제35권1호
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• pp.57-65
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• 2012

The relationship between product quality/function and customer satisfaction has been considered an important point for the new product development. The seminal paper by Kano was the first to thoroughly address the non-linear relationship between product performance/function and customer satisfaction. In the analysis framework of the original Kano model, five factors are assumed, among which indifference factor occupies 40% in the classification scheme. When we analyze survey response using Kano model, many quality attributes can be resulted in indifference factor. This implies that some attributes which are meaningful tend to be classified as indifferent attributes for the customer satisfaction. In order to tackle this problem, a modified Kano model is proposed by reducing the indifference factor. The modified Kano model can be robust for the survey response. A survey is performed for the quality attributes of the smart phone. The response is analyzed and compared based on the original and modified Kano model. The surveyed quality characteristics of the smart phone are performance related attributes, application programs, functional attributes and subjective emotional quality attributes. Many quality attributes classified as indifference factor in the original model are classified as attractive, must-be, and expected factors, respectively.

• 품질경영학회지
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• 제31권3호
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• pp.98-113
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• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• 대한토목학회논문집
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• 제42권2호
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• pp.239-248
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• 2022

최근 건설환경의 변화에 따른 건설프로젝트에서 리스크는 현저하게 증가하고 있다. 리스크를 기회로 인식하는 적극적인 리스크관리가 요구된다. 본 연구의 목적은 Kano 모델, Timko CSC (Customer Satisfaction Coefficient), ASC (Average Satisfaction Coefficient)를 활용한 비교 분석을 통해 중요도 결정 방법의 리스크관리 모델을 제안하는 것이다. 선행연구를 바탕으로 델파이기법을 활용하여 실무자 면담을 통해 Kano 모델을 수정한 설문지를 통해 리스크관리 요인 결정의 타당성을 검토한다. 이를 통해 국내 건설프로젝트 실무자가 인식하는 핵심 리스크관리 요인을 선정하여 적합한 리스크관리 모델을 제시한다. 연구 결과, 건설프로젝트 리스크관리 검증을 위해 개발된 Kano 모델은 실무자의 리스크관리를 검증하는데 유효한 것으로 평가되었다. 본 연구에서 제시한 Kano 모델이 건설프로젝트 리스크관리의 중요도를 검증하는 데에 적극적으로 활용되기를 기대한다.

• 품질경영학회지
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• 제41권2호
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• pp.209-220
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• 2013

Purpose: This paper compares and discusses the influence on the quality classification of Kano's questionnaire which is used for the Kano model(Kano et al., 1984), the 3-point Likert-scale newly proposed by Kano and the 5-point Likert-scale presented in this study. Methods: For the comparison, the current study conducts a survey of 631 television viewers. The classification results of the three methods are then compared with those of direct classification which is adopted as a standard for classification of quality attributes. Results: The agreement rates between the results using conventional Kano's questionnaire and the results using direct classification is higher than the results using 3-point and 5-point Likert-scales. In addition, the attributes grouped as must-be or attractive in the direct classification appear to be classified as one-dimensional attributes in the Likert-scales. Conclusion: In comparison with the convensional Kano's questionnaire, the Likert-scale questions highly tend to classify the quatity attributes as one-dimensional. Although the classification results of the 3-point and 5-point Likert-scales are the same, the 5-point Likert-scale has the advantage to classify quality attributes in more detail.

• 품질경영학회지
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• 제36권3호
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• pp.55-65
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• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

• 대한안전경영과학회지
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• 제15권1호
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• pp.259-269
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• 2013

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. As there were a few limitations on the Kano's method and on the Timko's customer satisfaction index method. The objective of this study is to provide improved methodology based on the Kano's method. One case studies are solved by the proposed method.

• 산업공학
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• 제20권4호
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• 품질경영학회지
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• 제44권1호
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• pp.139-152
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• 2016

Purpose: This study is aimed to introduce the OPA-Kano method, an integrated version of OPA(Originality Practicality Analysis) and Kano's customer satisfaction method, and to examine its applicability. Methods: 30 ideas for smart phone accessories are generated using brainstorming and SIT(Systematic Inventive Thinking) and they are analyzed through the OPA-Kano method. For analysis, correlation method between OPA and Kano's results is applied for the ideas. Results: The results show that there is significant correlation between the OPA and Kano's approach, and the effectiveness of the proposed method is verified through the case of smart phone accessories. Conclusion: From the result of this study, we conclude that the proposed OPA-Kano method can be used for the evaluation of ideas and customer satisfaction.